FirstBank OnBoarding Manual - Flipbook - Page 98
QUICK CONTACT
BANKTEL
• I forgot my password to Banktel - Navigate to the Banktel Login Page and click “Forgot password?”
Your password will be sent to you via email or text.
• I paid for something, but am unsure if it’s an allowable expense - Direct Manager
• I submitted an expense report but I haven’t been paid yet - Direct Manager
TALENT ADVANTAGE
• Contact DL-Training@FirstBankOnline.com OR TalentAdvantage@FirstBankOnline.com with any
questions or issues with the website.
ENCOMPASS
•
My borrower said they filled out an application, but I can’t locate it? - Caroline Smith
•
I am locked out of Encompass – use the self-serve Authenticator App. If you have any trouble with
the app email: UnlockEncompass@FirstBankOnline.com
•
I have a billing question about the appraisal: MtgRetailAppraisalTeam@FirstBankOnline.com
•
The appraiser said he uploaded the file, but I’m not able to locate it in Encompass?
Email: MtgRetailAppraisalTeam@FirstBankOnline.com
•
I forgot how to order a credit report - Your Onboarding Specialist
•
I have a question about pricing - Lock Desk, Direct Manager, or Your Onboarding Specialist
•
I forgot how to run a loan through AUS - Your Onboarding Specialist or
MtgSupport@FirstBankOnline.com
•
I am unable to get my AUS to read Encompass Correctly - Your Onboarding Specialist
or MtgSupport@FirstBankOnline.com
•
I am having password issues within Encompass - Encompass@FirstBankOnline.com
•
I have questions about Encompass - Encompass@FirstBankOnline.com
•
I need help with a loan scenario and/or UW guidelines - OSCAR, Direct Manager
or MtgSupport@FirstBankOnline.com
•
I made changes and need a redisclosure – use link to request disclosures inside Encompass.
•
I have questions about when my CD is going to go out – check the marketing queue to see where
your file is in line, then contact your direct manager.
•
Marketing Queue - Login : marketing • Password: FBmp2011
LOAN SERVICING
97
•
Loan level issues - Email Mortgage Servicing Info: ServicingInfo@FirstBankOnline.com
•
Shellpoint Customer Service for Borrowers: 1-855-354-3471
•
Insurance Claim Checks: Review the Shellpoint FAQ section in your onboarding book for specifics.
Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
